User Guide – Operator Console Summer 2012 – v2.
Contents Introduction ............................................................................................................................................ 4 Welcome to Samsung Operator Console .............................................................................................. 4 Tray menu ........................................................................................................................................... 5 Operator Console .............................................
Dialing settings .................................................................................................................................. 31 Events settings .................................................................................................................................. 32 Recording settings ............................................................................................................................. 33 Social Networking settings ....................................
Introduction Welcome to Samsung Operator Console Samsung Operator Console (Operator Console) has been designed to make the Operator phone easier and more convenient to use. It can do this in a number of ways and this document will show you how. Operator Console comes in two flavours, Solo Operator (Solo) and Xchange Operator (Xchange); there are minor differences between them in terms of installation and available features.
Tray menu Quick dial box: Type a number here and press “Enter” to make an immediate phone call. Recent menu: Quickly see recently dialled numbers, and click to redial them. Call control/contact management: These options are used to monitor or control the creation and flow of calls. Configuration: Contains options to change your user experience and configure CRM packages to integrate with. Exit: Use this to unload the software. www.samsungbusiness.com Think Smart. Think Samsung.
Operator Console The most obvious place to start is the Operator Console window (pictured below). Click on the “Console” option in the tray menu, or in future you can simply double click on the tray icon and the window will be shown. Let’s have a look at the main parts of the Operator Console window; for a better description we will divide it in two main sections: Call Handling www.samsungbusiness.com Directories & Messaging Think Smart. Think Samsung.
Section 1 - Call Handling Status panel: Enable or disable DND, Forward or Message properties. Incoming calls: List of all the incoming calls. Held calls: List of all the current held calls. Current call: Information of the current call. Call control: Use these buttons to interact with the current call and contact. Section 2 - Directories & Messaging Option Panel: Click here to display the functions of each option (Auto, Extensions, Contacts, History and Messages).
You can modify the layout of the screen by holding down your left mouse button when the mouse cursor is between the “Call Handling” and “Directories and Messaging” sections or between the “Option” and “Option Content” panels. Then, with the mouse button still held down, drag the cursor left or right to resize the panels as you wish; the other panels will rearrange themselves to fit. What would you like to do? This is where we show you how to get the most from the software.
Call Handling By now, you will probably have seen the call handling area of the Phone Console window a number of times. It appears when you make or receive a call. Let’s take a moment to review the items in the area. Status Options: Enable or disable DND, Forward or Messages. Held Call: Current held calls awaiting transfer or another action. Incoming calls: New incoming calls waiting to be answered appear here. Current call actions: Use these to interact with the call which you are taking at the moment.
The information presented with each call will enable you to determine the best way to handle it. You will discover the flexibility in options that the Operator Console offers to you, allowing you to interact with the calls and making your telephone activity more effective; you can use the keyboard shortcuts, menu bar, mouse and touch screen, Operator Console window’s buttons or your own handset. Let’s see the different options to operate and control the calls.
Also you can answer calls ringing on other extensions. If you know that a user of a ringing phone is not available then simply right clicks on their Extensions icon and selects the option “Pickup”. Transferring calls - Consult It is common to make a consult call before completing a transfer to an extension. Options to complete this operation are described below (to follow these you must be connected to the call).
When you have finished talking to your colleague, you can either click “Cancel” to return to the original call or click “Complete” to transfer the original call to your colleague. When you are consulting, the original call will be placed on hold pending transfer (the pending transfer bit is important). If you are transferring then the call will be put straight through (remember to say goodbye first). Transferring calls - Direct It is also common to transfer current calls directly to an extension.
Or the easiest and fastest way, just catch the connected call by clicking the left button, and then drag it to the extension or user; the call will be transferred straight to the chosen extension. This is only available for a call that is ringing. Using your Desktop Phone From your handset, press the “Transfer” button followed by the extension number. Transferring calls – Voicemail You can also transfer connected calls to an extension’s voicemail quickly and simply from the Extensions tab.
Placing calls on hold Sometimes it’s necessary to hold an active call, either you are receiving other incoming calls or to check the availability of a specific person. When you place a call on hold, it will be located in the held calls area. You can place a call on hold by using the following options: Using the Mouse and/or Touch Screen Click or touch the “Hold” button in the call window. Using the Keyboard When the call is connected, just press the key shortcut “+” and it will be placed on hold.
Retrieving calls from on hold Calls are retrieved for different reasons, maybe you’ve finished handling a different incoming call or the person that you tried to contact was not available. You can retrieve calls from on hold by using the following options: Using the Mouse and/or Touch Screen Click or touch the hold call window. Using your Desktop Phone From your handset, press the “Hold” button to retrieve the held call.
Using the Keyboard A faster way to end a call is using your numeric keyboard, just press the key shortcut to hangup. The default key is “-”. Desktop Phone Hang up your handset to end the call. Making calls So, we’re going to look at ways of making it easier to call people. But at the same time, we don’t just want to use technology for the sake of it.
From a piece of paper Well, you might as well lift your handset and dial the number on your telephone keypad. But if that’s the case then you should think about storing the person’s name in Operator Console and then next time you can find them more easily. Alternatively, you could right click on the Operator Console tray icon and then enter the number in the text box at the top. You can even use the backspace key if you type it wrong.
i) ii) iii) iv) From another application In the Configuration screen, on the Dialing page, press the “Add” button. This will load the Dialing wizard. Select “the application runs inside a web browser” option, and then choose “Text boxes”. Locate a page in your application that contains telephone numbers in a text box. Enter the telephone number that is shown in your application into the wizard. Then press the “Detect” button.
iii) On the next page, click and hold the mouse down on the crosshair next to the word “Detect” as in the screenshot. iv) Drag the mouse (without releasing the button) over the text box in your application when a number is stored. v) Release the mouse button when the mouse cursor is above the textbox (this obviously means that you need to get Operator Console and your application side-by-side to achieve this).
From your own inhouse developed application or database. We have to get a little “techie” here, so if you don’t develop your own inhouse applications, then feel free to skip straight past this. So what kind of an application do you have? i) Web-based: If so, then we suggest that you put “anchors” around any telephone numbers. The href should be “Dial: 123” and replace 123 with your real number.
Directories & Messaging Auto The Auto window is the first of five directories; where you find essential and useful features to make the calling process more effective. The Auto window provides access to the relevant information of the person who is calling. When a call is connected you will be able to see two types of information; on the left-hand side you’ll find the numbers which have been connected recently and on the right-hand side is all the related information saved for the highlighted caller.
The icons’ colors on the Extensions list have different meanings; solid red means that the extension is engaged on a call, and fluttering yellow means that there is a held call at the extension; solid grey means the extension is offline. Clicking the “Send Message” option on the context menu will open the integrated chat window. Then you can send instant messages directly to that user or extension. Full information on messaging can be found in the “Messaging“ chapter.
Type the name of your custom page into the “Title” text box. To specify a particular number of columns for displaying the extensions, enter the number into the “Columns” text box or leave it blank to let Operator Console resize and arrange them automatically. You can enter a DDI number into the “DDI number” text box to automatically switch to your new page when you answer a call from that DDI number. Click “OK” to save your new page’s details and close the window or “Cancel” to discard them.
Contacts The Contacts window is accessed from the Directories and Messaging area. It provides access to a company-shared Contacts book. Unless you’re the first person to use the software at your company, then there are probably some entries already in there. Go ahead and have a look. Don’t worry about filling in any of the boxes, just type some characters in the text box at the bottom and see if there are any entries already there. No, none in there? No problem, we’ll add one now.
telephone number of a contact to dial them, or click on their name to edit or view their contact details. If you have enabled the Google integration in Operator Console, you can search through Google’s reference data right inside the Contacts book and access the search results just as easily as any other integrated app.
speak to them, especially if you’re likely to speak to them again. By default, the call History screen returns the 50 most recent calls. The next 50 can be accessed by pressing the page right button in the bottom right of the window. Also, to aid readability you can hide and show individual days from your history by pressing the expand/collapse button to the left of the date.
Select Peer If you click the button at the end of the To box to add recipients, you’ll see the Select Peer screen. It lists the different users, extensions and supported devices connected to the telephony system. Type: Select which type of peer to display from All, Extension, All devices or User. Search button: If you change the search text, click the Search button to update the list. Search text: Enter the text to filter the search results by.
Message History (Xchange Operator only) When you need to refer back to conversations you’ve had in the past, you can view the Message History. It’s similar to the call History except you can go back to the conversation and read every word. New message: Click here to open a new chat window; you’ll need to add all recipients manually though. Delete message: Click on the message to delete, and then click this button. This cannot be undone so use with caution.
The actions at the bottom of the Preview window adapt to the state of the call. The example picture shows the actions that are available when a connected call is in progress. To conserve space, the text is only shown for the first action. The rest are depicted by their icons only. Settings and configuration The Settings menu contains many options that you can change to improve your enjoyment of Operator Console. Let’s take a look at some of the more common ones.
Interface settings The Interface page allows you to change settings relating to the look and feel of the software, including actions that happen when calls take place. To have the software start automatically when you log on to Windows, put a tick in the tickbox. The setting will take effect next time you log on to Windows. Language packs are available for the software to change the language of the user interface.
Dialing settings This page allows you to turn on and off dialing from all the different types of application that the software supports.
Events settings You can make the software either show the Operator Console window or pop the contact when certain events happen. Just select the relevant action from the relevant dropdown list: On ringing, On answer, or On outbound. You can also turn on or off the unobtrusive Preview window for all calls and messages by ticking or clearing the boxes. The software can also be configured to run one or more custom executable on selected events.
Recording settings If you use voice recording, you can automate the suspension of recording by telling Operator Console which applications are associated with increased privacy. For example, let’s say that you accept credit card payments over the phone and you use an online payment portal to do so while speaking directly to the customer. You need to suspend the recording while the details are exchanged.
back into Operator Console. Click “Save” to apply the loaded settings and you are back up and running again. If you enter a number into the “After delay” box, once a payment app or website has been closed, the recording will continue to be suspended for that number of seconds; leave blank for no additional delay. Full instructions on setting up voice recording can be found in the Voice Recording technical guide.
Integration settings The Integration pages allow you to see and modify the databases that you have set up integration with. Integration means: the database will be searched when calls happen to convert telephone numbers into names the database will be searchable manually from the Contacts window the contacts that are found in the database can be “popped”.
Versions & Log settings The chances are you will never need to look at these pages but it is best you know what they are for, just in case. Most software these days consists of several small programs and libraries that form a whole and Operator Console is no different. The Versions page lists the version used for each component part that makes up Samsung Operator Console.
